The Influence of Customer Experience and Customer Satisfaction on Purchasing Decisions with Purchase Intention as an Intervening Variable in the My Pertamina Application
DOI:
https://doi.org/10.24256/kharaj.v7i2.7293Keywords:
customer experience and customer satisfaction, MyPertamina application, purchasing subsidizedAbstract
This study aims to investigate the influence of customer experience and customer satisfaction on purchasing decisions, with purchase intention as a mediating variable, focusing on the MyPertamina application for purchasing subsidized fuel in Palopo City, Indonesia. Using a quantitative design with 100 respondents selected through incidental sampling, this study used a questionnaire and analyzed the data with SmartPLS 4.1 to test the outer and inner models. The study findings revealed that customer experience directly influences purchasing decisions but does not significantly influence purchase intention, while customer satisfaction significantly influences both purchase intention and purchase decision. In addition, purchase intention strongly mediates the relationship between customer satisfaction and purchase decision but does not mediate the relationship between customer experience and purchase decision. This suggests that while user experience directly contributes to purchasing behavior, satisfaction drives intention, which then shapes actual decisions. This study provides theoretical implications by integrating behavioral models in the context of digital public services and offers practical insights for application developers and policymakers to improve service efficiency, trust, and user satisfaction. However, its limitations include focusing only on one geographic region and application, which limits the generalizability of the findings. Future research should explore comparative contexts or incorporate qualitative approaches to capture deeper user perceptions and behavioral nuances. Overall, this study enriches the understanding of consumer decision-making patterns in adopting government-supported digital platforms.
References
Afinia, S. (2024). The impact of customer satisfaction on repurchase intention in e-commerce: a study in indonesia. Jurnal Mantik, 8(1), 724–733. https://doi.org/10.35335/mantik.v8i1.5206
Afriyanti, N. (2021). Theory of Planned Behavior Mendeteksi Intensi Masyarakat Menggunakan Produk Perbankan Syariah. In CV. Brimedia Global. BRIMEDIA GLOBAL.
Aghivirwiati, G. A. (2023). Pengaruh Customer Experience Dan Kepuasan Terhadap Purchase Intention Tiktok Shop. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 12(07), 1330. https://doi.org/10.24843/EEB.2023.v12.i07.p08
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/10.1016/0749-5978(91)90020-T
Akbar, F. Z. (2024). Perkembangan Teknologi Informasi di Indonesia: Tantangan dan Peluang. Media Mahasiswa Indonesia, 3(1). https://doi.org/https://doi.org/10.61722/jssr.v3i1.3128
Arikunto, S. (2010). Prosedur Penelitian Suatu Pendekatan Praktik, Jakarta: Rineka Cipta..(2013). In Prosedur Penelitian Suatu Pendekatan Praktek. Edisi Revisi VI. Jakarta: Rineka Cipta. rineka cipta.
Arno, A., & Mujahidin, M. (2024). Enhancing Zakat Management: The Role of Monitoring and Evaluation in the Amil Zakat Agency. Jurnal Economia, 20(3), 397-418. doi:https://doi.org/10.21831/economia.v20i3.53521
Asser Trio Simanjuntak, & Rudy Badrudin. (2024). Pengaruh Pengalaman Konsumen, Kualitas Layanan, Dan Persepsi Nilai Terdahap Niat Pembelian Kembali Konsumen Shopee Di Daerah Istimewa Yogyakarta. Jurnal Akuntansi Dan Manajemen, 35(3), 173–191. https://doi.org/10.53916/jam.v35i3.143
Aubrey Wijaya, William Vincent, & Mangihut Tampubolon. (2024). Pengaruh Customer Experience Terhadap Keputusan Pembelian Produk Karung Goni Dan Kotak. Journal of Trends Economics and Accounting Research, 4(3), 640–646. https://doi.org/10.47065/jtear.v4i3.1027
Aurellia, C., Haryono, B., & Tanuraharjo, H. H. (2025). Analysis of The Usage of The Shopee Live Streaming Application, The Effectiveness of Promotion on Customer Repurchase Decisions Mediated by User Satisfaction. International Journal of Current Science Research and Review, 08(01). https://doi.org/10.47191/ijcsrr/V8-i1-32
Aziz, A., & Zakir, S. (2022). Indonesian Research Journal on Education : Jurnal Ilmu Pendidikan. 2(3), 1030–1037.
Camilleri, M. A., & Filieri, R. (2023). Customer satisfaction and loyalty with online consumer reviews: Factors affecting revisit intentions. International Journal of Hospitality Management, 114, 103575. https://doi.org/10.1016/j.ijhm.2023.103575
Conner, M. (2020). Theory of Planned Behavior. In Handbook of Sport Psychology (pp. 1–18). Wiley. https://doi.org/10.1002/9781119568124.ch1
Dharmmesta, B. S. (2020). Manajemen pemasaran : Analisis perilaku konsumen (Edisi pert). BPFE.
Elita Tanujaya Julianto. (2022). Pengaruh Strategi Pemasaran Media Sosial (Instagram) dan Citra Merek Terhadap Keputusan Pembelian Sepatu Lokal Compass Dengan Minat Beli Sebagai Mediasi. Jurnal Ekonomi, Bisnis Dan Manajemen, 1(4), 16–29. https://doi.org/10.58192/ebismen.v1i4.146
Ellitan, L., Sindarto, J., & Agung, D. A. (2023). The Influence of Brand Image and Product Innovation on Customer Repurchase Intention through The Mediation of Customer Satisfaction Towards Indomie. Journal of Entrepreneurship & Business, 4(1), 32–45. https://doi.org/10.24123/jeb.v4i1.5275
Fandy Tjiptono. (2014). Manajemen Jasa. ANDI.
Fatimah, F. (2024). Retail Service, Customer Experience Dan Switching Barriers Umkm Ritel. Cv. Azka Pustaka.
Fernandes, S., Venkatesh, V. G., Panda, R., & Shi, Y. (2021). Measurement of factors influencing online shopper buying decisions: A scale development and validation. Journal of Retailing and Consumer Services, 59, 102394. https://doi.org/10.1016/j.jretconser.2020.102394
Fiqran, M., Mujahidin, M., Bakri, A. N., & Abdulrahman, A. J. A. (2024). Motivation for Waqf in Millennials and Generation Z: Highlighting Religiosity, Literacy and Accessibility. IKONOMIKA, 9(2), 309-332.
Grace, L., & Pardede, R. (2023). The Influence Of Sales Promotion And Customer Experience On Purchase Intention Mediated By Customer Satisfaction. International Journal of Social Service and Research, 3(10), 2692–2700. https://doi.org/10.46799/ijssr.v3i10.569
Gusman, S. W. (2024). Development of the Indonesian Government’s Digital Transformation. Dinasti International Journal of Education Management And Social Science, 5(5), 1128–1141. https://doi.org/10.38035/dijemss.v5i5.2868
Hafiz, A., Tohri, A., & Istiqlal, L. M. (2021). The Implications of Technological Media Towards the Social Life. Proceedings of the 2nd Progress in Social Science, Humanities and Education Research Symposium (PSSHERS 2020), 563(Psshers 2020), 70–73. https://doi.org/10.2991/assehr.k.210618.015
Hairudinor, & Rusidah, S. (2023). The role of digital marketing in the Sustainable performance of Indonesian MSMEs: Do the online purchase intention and actual purchase decision matter? Transnational Marketing Journal, 11(1), 17–30. https://doi.org/10.58262/tmj.v11i1.1002
Harinie, L. T., Triyono, A., Saputri, M. E., Hanafiah, H., Arissaputra, R., Wijaya, N. P. N. P., Suyatno, A., Rahayu, T., & others. (2023). Perilaku Konsumen Dan Strategi Pemasaran. CV. Intelektual Manifes Media.
Ishak, I., Putri, Q. A. R., & Sarijuddin, P. (2024). Halal Product Assurance at Traditional Markets in Luwu Raya Based on Halal Supply Chain Traceability. Amwaluna: Jurnal Ekonomi dan Keuangan Syariah, 8(2), 224-240.
K, A. ., Astuti, A. R. T. ., & ., Mujahidin. (2024). The Impact of Word of Mouth and Customer Satisfaction on Purchase Decisions: The Role of Maslahah as an Intervening Variable in the Cosmetic Products Industry in Indonesia. Journal of Ecohumanism, 3(7), 1525–1540. https://doi.org/10.62754/joe.v3i7.4307
Kjeldsen, K., Nodeland, M., Fagerstrøm, A., & Pawar, S. (2023). The relative impact of QR codes on omnichannel customer experience and purchase intention. Procedia Computer Science, 219, 1049–1056. https://doi.org/10.1016/j.procs.2023.01.383
kotler dan amstrong. (2012). Prinsip-Prinsip Pemasaran (13 th). Erlangga.
Majid, N. H. A., Omar, A. M., & Busry, L. H., Mujahidin Reviving Waqf In Higher Education Institutions: A Comparative Review Of Selected Countries. European Proceedings of Social and Behavioural Sciences.
Malinda, T., Pristiyono, P., & Siregar, M. (2023). Analysis of Online Shopping Choice through Shopping Experience and Ease of Transactions on Consumer Trust and Purchase Intention. Quantitative Economics and Management Studies, 4(3), 428–436. https://doi.org/10.35877/454RI.qems1630
Martin, A., Sadewo, G., Yudhistiro, K., Informasi, S., & Malang, U. M. (2024). Analisis Pengaruh Aplikasi My Pertamina Terhadap Kepuasan Pelanggan Berdasarkan Metode TAM ( Studi Kasus di PT . Dewi Sartika Kota Batu ). 4515–4524.
Meithiana Indrasari. (2019). pemasaran dan kepuasan pelanggan. unitomo press.
Mujahidin, M., Imran, M., Sapa, N. B., Fasiha, F., Aisya, S., & Trimulato, T. (2025). Challenge of Waqf to the Social and Economic Welfare of Muslim Communities: A Comparative Analysis Between Countries. Jurnal Ilmiah Mizani: Wacana Hukum, Ekonomi Dan Keagamaan, 12(1), 168-184.
Mujahidin, Rahmadani, N., & Putri, Q. A. R. (2024). Analysis of the Influence of Religiosity Values In Reducing Consumptive Behavior in Indonesian Muslim Consumers. Amwaluna: Jurnal Ekonomi dan Keuangan Syariah, 8(2), 253-274.
Mutiarin, D., Khaerah, N., Nyssa, A. V. I., & Nasrulhaq, N. (2024). E-Government Development: Catalysing Agile Governance Transformation in Indonesia. Journal of Contemporary Governance and Public Policy, 5(1), 87–110. https://doi.org/10.46507/jcgpp.v5i1.270
Novianti, N., & Saputra, A. (2023). Pengaruh Kualitas Produk, Minat Beli dan Perilaku Konsumen Terhadap Keputusan Pembelian di Minimarket Victoria Tiban. ECo-Buss, 6(1), 66–78. https://doi.org/10.32877/eb.v6i1.656
Nurul Aulia, Sinta Apriyani, & Abdul Yusuf. (2024). Perngaruh Kepercayaan dan Pengalaman Pembelian terhadap Minat Beli Ulang secara Online di Shopee: Survei pada Mahasiswa Universitas Singaperbangsa Karawang. Economic Reviews Journal, 3(3). https://doi.org/10.56709/mrj.v3i3.293
Patel, V. V., Pandit, R., & Sama, R. (2024). Understanding the impact of fashion app emotional attachment on consumer responses: the role of e-servicescape, customer experience and perceived value of online shopping. Journal of Fashion Marketing and Management: An International Journal, 28(3), 581–601. https://doi.org/10.1108/JFMM-05-2023-0113
Putri Mega Utami, & RA Nurlinda. (2023). Pengaruh Healthy Lifestyle Dan Brand Ambassador Terhadap Keputusan Pembelian Dengan Niat Beli Sebagai Variabel Mediasi. Jurnal Penelitian Ekonomi Manajemen Dan Bisnis, 2(4), 116–129. https://doi.org/10.55606/jekombis.v2i4.2574
Putri, Q. A. R., Fasiha, F., & Rasbi, M. (2024). Affiliate marketing and intention to adopt mudarabah: The mediating role of trust in Islamic financial decision-making. JEMA: Jurnal Ilmiah Bidang Akuntansi Dan Manajemen, 21(2), 337–362. https://doi.org/10.31106/jema.v21i2.23381
Putri, T., Guntara, R. G., & Prehanto, A. (2024). The Influence of User Experience on Decisions PLN Mobile User Purchases. Journal of Investment Development, Economics and Accounting, 1(2), 230–242. https://doi.org/10.70001/jidea.v1i2.228
Ramadhan, M. G., Oktadini, N. R., Putra, P., Sevtiyuni, P. E., & Meiriza, A. (2023). Analysis of User Experience on the MyPertamina Application using User Experience Questionnaire Method. Jurnal Komtika (Komputasi Dan Informatika), 7(2), 176–186. https://doi.org/10.31603/komtika.v7i2.10467
Ratu Aisyah Ratih Primaputri, Sirojuzilam, & Iskandarini. (2023). Analysis Of The Effect Of Customer Satisfaction On Purchase Decisions At Coffeeshop"Selasa_Communa" Medan. International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS), 3(4), 1225–1234. https://doi.org/10.54443/ijebas.v3i4.1022
Realino, D., Andriyani, R., Pareira, E., Pertywy, Y. A., & Belanita, P. M. (2025). Pengaruh Kualitas Pengalaman terhadap Niat Mengunjungi Kembali Dimediasi oleh Emosi Positif ( Studi Pada Budi Sun Resort Maumere ). Jurnal Projemen UNIPA, 12, no.1, 52–64. https://doi.org/https://doi.org/10.59603/projemen.v12i1,669
rifka putri hairafida, taufik asra, ahmad sinnun. (2025). Analisis User Experience Dan Innovation Resistance Penggunaan Aplikasi Mypertamina Menggunakan Pendekatan Utaut2 Dan Ucd. Jurnal Techno Nusa Mandiri, 16(2), 79–84. https://doi.org/10.33480/techno.v16i2.642
Riofita, H. (2025). Is MyPertamina a solution or problem maker? Developing customer trust to answer. Journal of Science and Technology Policy Management, 16(2), 279–299. https://doi.org/10.1108/JSTPM-09-2022-0161
Rizki Pujiyanto. (2023). Perilaku Konsumen. pustaka baru press.
Safa’ah, S. N., & Indiryanti, A. D. (2023). Analisis Kepuasan Pengguna Layanan Aplikasi MyPertamina Berbasis Mobile Dengan Metode EUCS (End User Satisfaction with Computing). JEISBI (Journal of Emerging Information Systems and Business Intelligence), 4(2), 14–20.
Saha, S. K., Duarte, P., Silva, S. C., & Zhuang, G. (2023). The Role of Online Experience in the Relationship Between Service Convenience and Future Purchase Intentions. Journal of Internet Commerce, 22(2), 244–271. https://doi.org/10.1080/15332861.2022.2045767
Sapsuha, M. U., Alwi, Z., Sakka, A. R., & Al-Ayyubi, M. S. (2024). Review of Gold Trading Practices on Credit (non-Cash) Based on Hadith. Al-Kharaj: Journal of Islamic Economic and Business, 6(3).
Saputra, I. K. A., & Widagda K, I. G. N. J. A. (2020). Brand Image, Product Knowledge, Dan Electronic Word Of Mouth Berpengaruh Terhadap Purchase Intention. E-Jurnal Manajemen Universitas Udayana, 9(3), 1129. https://doi.org/10.24843/EJMUNUD.2020.v09.i03.p16
Schiffman, L. G., & Kanuk, L. L. (1997). Perilaku konsumen (edisi ke l). Prentice Hal.
Softina, R. A., Amin, F. M., & Wahyudi, N. (2022). Analisis Faktor yang Mempengaruhi Innovation Resistance dan Intention to Use Terhadap Penerapan Pembayaran Non Tunai. JURNAL SISTEM INFORMASI BISNIS, 12(1), 26–35. https://doi.org/10.21456/vol12iss1pp26-35
sugiono. (2019). Metode Penelitian Kuantitatif, Kualitatif Dan R dan D. Alfabet.
Sugiyono. (2013). Metode Penelitian Kuantitatif, Kualitatif, dan Tindakan. IKAPI.
Sukorina, D. (2025). Good Governance di Era Digital : Studi Kasus Implementasi E-Government di Indonesia. PANDITA: Interdisciplinary Journal of Public Affairs, 8(1), 220–234. https://doi.org/https://doi.org/10.61332/ijpa.v8i1.277
Sutariningsih, N. M. A., & Widagda K, I. G. N. J. A. (2021). Peran Brand Awareness Memediasi Pengaruh Social Media Marketing Terhadap Purchase Intention. E-Jurnal Manajemen Universitas Udayana, 10(2), 145. https://doi.org/10.24843/EJMUNUD.2021.v10.i02.p03
The Influence of Brand Equity and Service Quality on the Decision to Use Islamic Banking Services. (2024). International Journal of Religion, 5(11), 7402– 7409. https://doi.org/10.61707/gfqm3b30
Usman, A. (2024). strategi manajemen kepuasan pelanggan. IKAPI.
Wang, J., & Oh, J. I. (2023). Factors Influencing Consumers’ Continuous Purchase Intentions on TikTok: An Examination from the Uses and Gratifications (U&G) Theory Perspective. Sustainability, 15(13), 10028. https://doi.org/10.3390/su151310028
WANG, Z., & ZHANG, M. (2024). The Impact of Virtual Fashion Platform User Experience on Brand Support and Consumer Purchasing Behavior through Immersive Experience. Korea Industrial Technology Convergence Society, 29(1), 191–201. https://doi.org/10.29279/jitr.2024.29.1.191
Wiguna, A. M., & Dirgantara, I. M. B. (2023). Analisis Pengaruh Kualitas Layanan Elektronik, Kepercayaan Pelanggan Muslim, Kepuasan Pelanggan, dan Niat Mengunjungi Website Kembali Terhadap Minat Pembelian Ulang Pada Customer Shopee di Kota Semarang. Jurnal Ilmiah Ekonomi Islam, 9(3), 4582. https://doi.org/10.29040/jiei.v9i3.11414
Wulandari, S., Irfan, A., Zakaria, N. B., & Mujahidin. (2024). Survey Study on Fraud Prevention Disclosure Measurement at State Islamic Universities in Indonesia. IQTISHODUNA: Jurnal Ekonomi Islam, 13(1), 327–348. https://doi.org/10.54471/iqtishoduna.v13i1.2305
Yusran, H. L., P, T. K., Khotijah, N., Judijanto, L., Apriyanto, A., Kushariyadi, K., Hidayah, N., Nora, L., Pracoyo, A., Amran, E., & others. (2025). Perilaku Konsumen :: Membangun Strategi Pemasaran (Fitra (ed.)). PT. Sonpedia Publishing Indonesia.
Zikry, A., Muhammad Bitrayoga, Siska Yulia Defitri, Akhmad Dahlan, & Nina Dwi Putriani. (2024). Analisis Penggunaan AI dalam Keberhasilan Customer Experience Pengguna Aplikasi E-Commerce Shopee. Indo-Fintech Intellectuals: Journal of Economics and Business, 4(3), 766–781. https://doi.org/10.54373/ifijeb.v4i3.1387
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
Copyright (c) 2025 Andi Musniwan Kasman, Atika Tahir
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License. In line with the license, authors are allowed to share and adapt the material. In addition, the material must be given appropriate credit, provided with a link to the license, and indicated if changes were made. If authors remix, transform or build upon the material, authors must distribute their contributions under the same license as the original.
